About the role
Company Overview
Behaviour Interactive is a leading independent video game studio headquartered in Montreal with offices in Toronto, Rotterdam, and the UK. With over 1200 employees, the studio focuses on two primary areas:
- Services: Collaborating with industry giants such as Disney, Sony, Activision, and Nintendo on work-for-hire development and immersive location-based entertainment (LBE).
- Original Games: Creating signature intellectual properties including Dead by Daylight.
The company fosters a diverse and creative environment that values individuals regardless of age, sex, ethnicity, color, national origin, religion, sexual orientation, gender identity, civil status, disability, or other protected characteristics.
Role Summary
The Player Support Knowledge Manager is responsible for the strategy, quality, and evolution of player-facing knowledge content across the Behaviour portfolio, specifically beginning with Dead by Daylight and 7 Days to Die. The role focuses on leveraging support data and player feedback to improve the self-service journey and ensure players receive accurate, timely information during launches, updates, and known issues.
Key Responsibilities
- Audit help center structure, workflows, and content; develop and execute a strategy to improve information findability, maintenance, and scalability.
- Manage the player self-service journey to provide clear, helpful experiences that improve ticket deflection.
- Write, update, and ensure quality control for player-facing articles to meet company standards for clarity and technical accuracy.
- Analyze Zendesk metrics, search terms, and support trends to identify content gaps and prioritize improvements.
- Coordinate with Live Operations, Production, Community, and QA teams to stay ahead of patches, launches, and gameplay changes.
- Translate player insights into actionable improvements for support processes and support bots.
- Define and track KPIs related to content quality, self-service performance, and player impact.
Qualifications
- Experience: Minimum 9 years of experience in customer/player support or knowledge management.
- Specialization: At least 3 years of experience creating, maintaining, and leading public-facing knowledge base content.
- Technical Skills: Admin-level proficiency with CRM/support platforms (Zendesk preferred; Intercom or HelpShift accepted), including report building and interpretation.
- Communication: Exceptional written and verbal communication skills in English, with the ability to simplify complex information.
- Analytical Skills: Data-informed mindset with experience using tools such as Power BI, Tableau, or Excel.
- Project Management: Strong organizational skills and experience with project management tools (JIRA, Monday, Confluence, or SharePoint).
- Independence: Ability to set a vision and execute a plan with a high level of autonomy.
- Assets: Gaming industry experience is considered a plus.
Working Conditions
- Location: Montreal, QC.
- Status: Permanent Full-Time.
- Work Environment: Hybrid.